W. Earl Sasser Jr.

Books by W. Earl Sasser Jr.

The Value Profit Chain

Treat Employees Like Customers and Customers Like Employees

By James L. Heskett, W. Earl Sasser Jr. and Leonard A. Schlesinger
James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable ju...
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The Service Profit Chain
By W. Earl Sasser Jr., Leonard A. Schlesinger and James L. Heskett
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain.
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